病患滿意度之複迴歸分析

Multiple Regression Analysis of Satisfaction of Patients

蔡鴻儒(Hung-Ju Tsai)；應立志(Li-Chih Ying)；王萬琳(Wan-Lin Wang)

病患滿意度 ； 忠誠度 ； 推薦意願 ； 複迴歸分析 ； satisfaction of patients ； loyalty ； willingness to recommend ； multiple regression analysis

若瑟醫護雜誌

10卷1期（2016 / 07 / 01）

16 - 30

繁體中文

背景及目的：因醫療環境競爭劇烈，各醫院均致力改善其各項軟硬體與服務，期能提升病患之滿意度，故本研究之目的為調查病患對醫院的各項軟硬體與服務之滿意情形，以及哪些因素最會影響其對醫院之整體滿意度、忠誠度及推薦意願。方法：研究對象為中部某醫學中心門診病患，採問卷調查法，獲得216份有效問卷，以SPSS統計軟體進行次數分配、排序、敘述統計、t檢定、變異數分析、因素分析及複迴歸分析等。結果：病患對個案醫院的各項軟硬體與服務的滿意度均偏向滿意，對軟硬體之滿意度由高而低依次為空調、飲水設備、燈光設備等。對服務之滿意度依次為門診醫師態度、志工態度、醫院形象、症狀改善情形等。對整體軟硬體設施之滿意度影響顯著（p＜0.01）之因素為「衛教節目與設備」及「儀器與位置」；對整體服務之滿意度影響顯著（p＜0.01）之因素為「名氣與說明」及「服務態度與等候」；對提升病患忠誠度影響顯著之因素為「名氣與說明」（p＜0.01)、「掛號與領藥」（p＜0.05）及「環境與空調」（p＜0.05）；對加強病患推薦親友之意願影響顯著（p＜0.05）之因素為「服務態度與等候」、「名氣與說明」及「形象與醫術」。結論：由研究結果可知影響不同政策目標之顯著因素亦不盡相同，醫院應根據其設定之政策目標，斟酌本身之資源，針對病患認為最重要的因素擬定改進方案以利於達成其政策目標。

Background and purpose: Due to the highly competition of the health care environment, every hospital tries to improve its hardware, software and services to enhance the satisfaction of the patients. The purpose of this study is to investigate the satisfaction of the patients with the hardware, software and services provided by the hospital, and to determine which factors most likely affect patients' overall satisfaction with hospitals, loyalty and willingness to recommend. Methods: The subjects are outpatients of a medical center in central Taiwan. The questionnaires were employed to collect data and 216 data were valid. We used SPSS statistical package to do frequencies, sorting, descriptive statistics, t-test, ANOVA, factor analysis, and multiple regression analysis, etc. Results: The satisfaction of the patients with the hardware, software and services tended upwards. The satisfaction items of the hardware and software, in descending order, were air conditioning, drinking water equipment, and lighting equipment. The satisfaction items of the service, in descending order, were the attitude of physicians, the attitude of volunteers, the image of the hospital, and the symptoms improvement. The significant factors(p＜0.01) affecting the overall satisfaction of the hardware and software were 'health education program and equipment' and 'instruments and location'; those(p＜0.01) affecting the overall satisfaction of the services were 'fame and explanation' and 'attitude of service and waiting' ; those enhancing the patients' loyalty were 'fame and explanation'(p＜0.01), 'registration and prescription'(p＜0.05) and 'environment and air conditioning'(p＜0.05); and those(p＜0.05) enhancing the patients' willingness to recommend were 'attitude of service and waiting', 'fame and explanation' and 'image and medical skill'. Conclusions: From the above results we know that the significant factors affecting the different policies are not the same. The hospital should develop programs, referring to the significant factors and considering its own resource, to achieve its policy.

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